I received a chargeback on an order. I spoke to the customer and he said his credit card was compromised and there were unauthorised transactions but our order was legit and the chargeback on it was made in error. This is all in email. I submitted my evidence and the bank still refunded his payment and I was charged the $25 chargeback fee by shopify. I am pretty angry over this when I showed them proof that the transaction was legit. I see it now that the bank or shopify has commited fraud against me. Is there anything I can do?
Topic summary
Merchant received a credit card chargeback for a completed order. The customer later confirmed via email their card had been compromised, but stated this specific purchase was legitimate and the chargeback was an error.
The merchant submitted this evidence in the dispute. Despite this, the issuing bank refunded the customer and Shopify assessed a $25 chargeback fee to the merchant.
Chargeback: a reversal of a card transaction initiated by the cardholder through their bank, which evaluates evidence and decides whether to return funds to the cardholder.
Outcome: payment lost and fee charged; the merchant suspects wrongdoing by the bank or Shopify. Status: unresolved. Open question: what recourse or actions are available to challenge or mitigate the chargeback decision.